DMG Consulting Releases 2016 Workforce Management Product and Market Report

3/4/2016

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2016 Contact Center Workforce Management Product and Market Report

When: Today, 4 March 2016

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2016 Contact Center Workforce Management Product and Market Report. DMG’s ninth annual report on workforce management (WFM) delivers a comprehensive analysis of vendors, products, pricing and operational information for this sector. The 381-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs.

2015 was a good year for the WFM market. The number of WFM seats increased by 10.6%, and the number of customers by 7.7%. The market is poised for even greater growth in 2016, as a new generation of WFM solutions comes to market with capabilities and features that address the traditional needs of contact centers as well as the unique requirements of back offices and branches. Another factor driving market growth is the availability of WFM capabilities in the cloud, making these solutions attractive and easy to access for businesses large and small, in all verticals. DMG expects the number of seats in the WFM market to increase by 11% in 2016, 2017 and 2018, and by 12% in 2019 and 2020.

“The WFM market has come alive,” said Donna Fluss, president of DMG Consulting. “The large size of the addessable market for back-office WFM seats is encouraging vendors to invest in enhancing their solutions. Although most of the new features and capabilities are intended for back offices, many enhancements are very valuable for the contact center, as well. This much-needed round of improvements is capturing the attention of end users who are hungry for new and improved WFM systems.”

The 2016 Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections. Nine leading and contending vendors are covered: Aspect, Calabrio, inContact, Interactive Intelligence, Intradiem, NICE, Teleopti, Verint and WorkFlex. inContact, Intradiem and WorkFlex are covered at a higher level. To learn more about the Report, read the full abstract and the table of contents. To order, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.